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Customer Service Team Leader

2 months ago

Alabama, United States Stella-Jones Full time

Company Overview

Stella-Jones stands as North America's foremost manufacturer of industrial pressure-treated wood products. Addressing the critical infrastructure demands of our economy, we produce and distribute railway ties, utility poles, residential lumber, and industrial wood products throughout the continent. For more information about our company, please visit our website.

Position Overview

The Customer Service Supervisor in the Utility Pole division at Stella-Jones is essential in guiding and overseeing a team of Customer Service Clerks, Account Specialists, and Senior Account Specialists to provide outstanding service experiences to our customers. You will ensure that team members are adequately trained, motivated, and prepared to manage customer inquiries and challenges efficiently.

This role has been established due to the expansion of our Utility Pole division. It is a hybrid position, combining in-office work with some remote responsibilities and occasional travel.

Key Responsibilities:

Team Leadership:

  • Oversee and direct a team of both in-office and remote Customer Service Clerks, Account Specialists, and Senior Account Specialists, ensuring they are well-trained and motivated to deliver exceptional service.
  • Provide mentorship and support to team members, fostering a positive and collaborative work atmosphere.

Performance Management:

  • Establish clear performance goals for the customer service team and individual representatives.
  • Monitor and evaluate team performance, offering regular feedback, coaching, and conducting performance assessments.

Issue Resolution:

  • Address escalated customer inquiries or complaints, ensuring prompt and satisfactory resolutions.
  • Assist team members in managing complex or challenging customer issues.

Process Improvement:

  • Identify areas for process optimization and efficiency enhancements within the customer service department.
  • Implement best practices to improve workflows, reduce response times, and enhance overall service delivery.

Communication:

  • Facilitate effective communication within the customer service team and across other departments.
  • Keep the team updated on changes in policies, procedures, or products, and communicate important information from upper management.

Customer Focus:

  • Maintain a customer-centric approach, emphasizing the significance of providing excellent service and fostering positive customer relationships.
  • Encourage a customer-first mentality within the team.

Collaboration:

  • Work in partnership with other departments, such as sales and logistics, to address customer needs and enhance overall customer satisfaction.
  • Collaborate closely with peers and superiors to ensure consistency in service delivery.

Qualifications:

  • A minimum of five (5) years of experience in customer service or inside sales support is required.
  • Experience in a supervisory, team lead, mentoring, or training capacity within customer service is highly preferred.
  • Industry experience in wood products, industrial products, utilities, or another B2B sector is highly preferred.
  • A high school diploma or GED is required; a Bachelor's degree is preferred.
  • Intermediate proficiency in Excel is required, including the ability to create formulas, pivot tables, and V-lookups.
  • Experience with SAP is highly preferred.
  • Strong leadership and organizational skills, a proactive attitude, and exceptional attention to detail are essential.

Employee Benefits:

As a member of the Stella-Jones team, you will have access to a comprehensive benefits package, including:

  • A competitive starting salary range.
  • Annual profit-sharing opportunities.
  • A 401(k) savings plan with a generous company match.
  • A comprehensive benefits package with multiple medical plans to choose from.
  • Company-paid benefits, including dental and vision coverage, life insurance, and long-term disability coverage.
  • Access to a robust employee assistance program.
  • Opportunities for career advancement.
  • The ability to purchase company stock.

Equal Opportunity Employer/Veterans/Disabled